QUALITY CONSCIOUSNESS

COLLEGE OF INFORMATION
TECHNOLOGY

NOV 2000
 QUALITY
What is QUALITY?
ISO 8402:1994 says that quality is the
“totality of characteristics of an entity
that bear upon its ability to satisfy
stated and implied needs,”

NOV 2000
 QUALITY
”Then what if that entity is YOU?
What are the totality of
characteristics of YOU that bear
upon YOUR ABILITY to satisfy
the stated and implied needs of
your stakeholders/partner?
NOV 2000
 QUALITY
Another Definition….
QUALITY is the characteristic
that distinguishes the grade of
excellence or superiority of a
process, product, or service.

NOV 2000
 QUALITY
In general usage,
QUALITY means different
things.
Meaning of QUALITY varies
considerably across specific
disciplines and applications.
NOV 2000
 QUALITY
In general usage,
QUALITY means different
things.
Meaning of QUALITY varies
considerably across specific
disciplines and applications.
NOV 2000
 QUALITY
Historical Aspects of QUALITY Evolution
Edward Deming
• Postulated Statistical QUALITY Control Principles
• Famous 14 Points of QUALITY Management
• A Subset of these Principles successfully adapted by
Japanese Manufactures

William Crosby
• Emphasized Humanistic Behavioral Aspects of
QUALITY Improvement
• Becoming More Important Now
NOV 2000
 QUALITY
The term
“QUALITY CONSCIOUSNESS”
It was first used, in a 1947 keynote by
C.R. Sheaffer to the first convention of
the American Society for Quality
Control (ASQC), the predecessor to
ASQ.

NOV 2000
 QUALITY
The term “QUALITY CONSCIOUSNESS”
To answer the question;

“What Does Top Management Expect From

Quality Control?[People And Organizations]”

he notes that a change in QUALITY

CONSCIOUSNESS is expected.

NOV 2000
 QUALITY
The term “QUALITY CONSCIOUSNESS”
ATTITUDES must shift from an
acceptance of what’s good enough to the
constant pursuit of making things better.

People must be able to take pride in

their HIGH-QUALITY WORK. (from
Borawski, 2006)
NOV 2000
 CONSCIOUSNESS
The term “QUALITY CONSCIOUSNESS”
CONSCIOUSNESS, according to a
dictionary, is:
1)awareness of one’s own thoughts
feelings, and surroundings,
2)the full activity and engagement of the
senses, and
3)the thoughts and feelings of individuals
and groups.
NOV 2000
 CONSCIOUSNESS
The term “QUALITY CONSCIOUSNESS”
QUALITY CONSCIOUSNESS
can be summed up by the “3 A’s”
1. Awareness

2. Alignment

3. Attention
NOV 2000
 CONSCIOUSNESS
Quality consciousness implies
AWARENESS of yourself and the
environment around you
(including what constitutes quality
and high performance for people,
processes and products)

NOV 2000
 CONSCIOUSNESS
It also suggests that you must
achieve ALIGNMENT of your
consciousness with the
consciousness of the
organization, which will aid in full
activity and engagement of the
senses.
NOV 2000
 CONSCIOUSNESS
Your ATTENTION must be selectively
focused onto what you can
accomplish in the present moment
according to that alignment (which
implies that you are able to effectively
filter the rapid and voluminous
streams of information coming at
you).
NOV 2000
 CONSCIOUSNESS
The term “QUALITY CONSCIOUSNESS”
CONSCIOUSNESS, according to a
dictionary, is:
1)awareness of one’s own thoughts
feelings, and surroundings,
2)the full activity and engagement of the
senses, and
3)the thoughts and feelings of individuals
and groups.
NOV 2000
 PRINCIPLES OR PRISCRIPTION
PRINCIPLES -
a fundamental truth or proposition that
serves as the foundation for a system of
belief or behavior or for a chain of
reasoning.
PRESCRIPTION -
a recommendation that is authoritatively
put forward.

NOV 2000
 Characteristic of Quality
Performance
Performance refers to a product's
primary operating characteristics. This
dimension of quality involves
measurable attributes; brands can
usually be ranked objectively on
individual aspects of performance.

NOV 2000
 PRINCIPLES OR PRISCRIPTION
Features -
Features are additional characteristics that
enhance the appeal of the product or
service to the user.
Reliability -
Reliability is the likelihood that a product
will not fail within a specific time period
This is a key element for users who need
the product to work without fail.
NOV 2000
 PRINCIPLES OR PRESCRIPTION
Conformance -
Conformance is the precision with which
the product or service meets the specified
standards
Serviceability -
Serviceability is the speed with which the
product can be put into service when it
breaks down, as well as the competence
and the behavior of the serviceperson
NOV 2000
 PRINCIPLES OR PRISCRIPTION
Aesthetics -
Aesthetics is the subjective dimension indicating
the kind of response a user has to a product.
It represents the individual’s personal preference
Perceived Quality -
Reliability is the likelihood that a product will
not fail within a specific time period
This is a key element for users who need the
product to work without fail.
NOV 2000
 PRINCIPLES OR PRISCRIPTION
Durability -
Durability measures the length of a
product’s life. When the product can be
repaired, estimating durability is more
complicated. The item will be used until it
is no longer economical to operate it.
This happens when the repair rate and
the associated costs increase
significantly.
NOV 2000
 PRINCIPLES OR PRISCRIPTION
Connectivity
The ease with which an interface can be created
-
with another information system or within the
information system, and can be changed.
Continuity-
The certainty that the information system will
continue without disruption, i.e. that it can be
resumed within a reasonable time, even after
a serious breakdown.
NOV 2000
 PRINCIPLES OR PRISCRIPTION
Data Controllability-
The ease with which the accuracy and
completeness of the information can be
verified (over time).
Effectivity-
The degree to which the information system
is tailored to the organisation and the profile
of the end users for whom it is intended, as
well as the degree to which the information
system contributes to the achievement of the
NOV 2000
company goals.
 PRINCIPLES OR PRISCRIPTION
Efficiency -
ability to avoid wasting materials, energy,
efforts, money, and time in doing something or
in producing a desired result. ...
Functionality-
The degree to which the user is able to
introduce enhancements or variations on the
information system without amending the
software.
NOV 2000
 PRINCIPLES OR PRISCRIPTION
Infrastructure -
The appropriateness of the hardware,
the network, the system software, the
DBMS and the (technical) architecture in
a general sense to the relevant
application and the degree to which
these infrastructure elements
interconnect.
NOV 2000
 PRINCIPLES OR PRISCRIPTION
Maintainability -
The ease with which the information system
can be adapted to new requirements of the
user, to the changing external environment, or
in order to correct faults.
Manageability -
The ease with which the information system
can be placed and maintained in an
operational condition.

NOV 2000
 PRINCIPLES OR PRISCRIPTION
Performance -
The speed with which the information system
handles interactive and batch transactions.
More on performance testing in the building
block.
Portability -
The diversity of the hardware and software
platform on which the information system
can run, and the ease with which the system
can be transferred from one environment to
NOV 2000
another.
 PRINCIPLES OR PRISCRIPTION
Reusability -
The degree to which parts of the information
system, or of the design, can be used again
for the development of other applications.

Security -
The certainty that consultation or mutation of
the data can only be performed by those
persons who are authorised to do so.

NOV 2000
 PRINCIPLES OR PRISCRIPTION
Suitability -
The degree to which the manual procedures
and the automated information system
interconnect, and the workability of these
manual procedures for the organisation.
Testability -
The ease and speed with which the
functionality and performance level of the
system (after each adjustment) can be
tested.
NOV 2000
 PRINCIPLES OR PRISCRIPTION
User-friendliness -
The ease of operation of the system by the
end users.

NOV 2000
 Characteristic of Quality(ICT)
Things that benefit the TESTABILITY are:
• Good system documentation
• Having an (automated) regression test and
other testware
• The ease with which interim results of the
system can be made visible, assessed and even
manipulated
• Various test-environment aspects, such as
representativeness and an adjustable system date
for purposes of time travel.

NOV 2000
 Characteristic of Quality(ICT)
Quality to consider under Continuity are:
Reliability: the degree to which the
information system remains free of breakdowns
Robustness: the degree to which the
information system can simply proceed after
the breakdown has been rectified
Recoverability: the ease and speed with
which the information system can be resumed
following a breakdown
NOV 2000
 Characteristic of Quality(ICT)
Quality to consider under Continuity are:
Degradation factor: the ease with
which the core of the information system can
proceed after a part has shut down
Fail-over possibilities: the ease with
which (a part of) the information system can
be continued at another location.

NOV 2000
 Characteristic of Quality(IoT)
Internet of Things (IoT)
Internet of Things (IoT) - is the network of
physical devices, vehicles, home appliances,
and other items embedded with electronics,
software, sensors, actuators, and connectivity
which enables these things to connect and
exchange data, creating opportunities for more
direct integration of the physical world into
computer-based systems
NOV 2000
 Characteristic of Quality(IoT)
Internet of Things (IoT)
Compatibility: The extent to which a
product, system or component can exchange
information with other products, systems or
components.
Confidentiality: The extent to which a
product or system ensures that data is only
accessible to those who are authorized.
NOV 2000
 Characteristic of Quality(IoT)
Internet of Things (IoT)
Efficiency: The required resources that
were used in relation to the accuracy and
completeness with which users achieve
goals.
Installability: Degree of effectiveness
and efficiency with which a product or
system can be successfully installed and/or
uninstalled in a specified environment.
NOV 2000
 Characteristic of Quality(IoT)
Internet of Things (IoT)
Interoperability: The extent to which
two or more systems or components can
exchange information and use the
information exchanged.
Reliability: The degree to which a
system, product, component performs
specified functions under specified
conditions for a specified amount of time.
NOV 2000
 Characteristic of Quality(IoT)
Internet of Things (IoT)
Resource Utilization: The degree to
which the quantity and type of resources that
are used by a product or system, during the
execution of its functions, meets the
requirements.
Satisfaction: Degree to which user
needs are satisfied when a product or
system is used in a specified context of use.
NOV 2000
 Characteristic of Quality(IoT)
Internet of Things (IoT)
Security: The extent to which a product or
system information and data is protected, so
that persons, other products or systems are
given the right level of access appropriate to
their level of authorization.
Time-Behavior: The degree of
response and processing times and
throughput of a product or system, during the
execution of its functions, meets the needs.
NOV 2000
 Characteristic of Quality(IoT)
Internet of Things (IoT)
Usability: The extent to which a product
or system may be used by the users to
effectively, efficiently and satisfactorily
achieve specified goals in a specified context
of use.

NOV 2000
 INTERESTED PARTIES OF QUALITY

Customers:
The people who use your product directly
affect your ability to satisfy their needs. You
need to understand the needs, expectations,
and requirements of these people, because
how they will use your product or service
determines how your products or services
need to be created. These can be some of
your most important interested parties.

NOV 2000
 INTERESTED PARTIES OF QUALITY

Suppliers:
Contracts and performance
specifications is the first place to look. Other
sources of information can include; supplier
meetings, concerns and complaints,
responses to purchase information, warranty
information, returned products, and almost
any other time you interact with a customer
using your products or services.

NOV 2000
 INTERESTED PARTIES OF QUALITY

Employees:
Even if your employees are not
purchasers of your product or service, they
will want to work in an environment that
creates products and services that will meet
the needs of your end customers. Nobody
wants to create faulty products or services.

NOV 2000
 INTERESTED PARTIES OF QUALITY

Governments :
Many industries have legal requirements
that their products and services need to meet,
and there can be a great cost to not meeting
these. In addition, it’s important to understand
the expectations of other organizations, such
as industry watchdog groups, which might
identify what levels of performance and
durability are expected by your ultimate
customers.
NOV 2000
 INTERESTED PARTIES OF QUALITY

Shareholders:
Since your financial bottom line is directly
affected by the costs of your products or
services, your shareholders will be interested
in how well your QMS performs. In particular,
the expectations around continual

NOV 2000
 Interested Parties of Quality
Interested party Their needs and expectations Our requirements to them QMS Processes

Sales and customer service process*

Orders accurately taken Products arrive on
Customers Quality, price, & delivery of products and services Shipping and logistics process
time All products specifications met
Inspection process

Increase scope and volume of purchase Long-term

Accurate purchase orders Correct flow down of Purchasing process Accounts
Suppliers contractual arrangements Information of future requirements
requirements Timely payment of invoices payable process*
Mutual benefit and continuity

Good work environment

Clean safe work environment Clear instructions
Job security Training process Payroll process*
Employees and training Paychecks accurate and on time
Health / safety / training Human resources process
Resolution of grievances
Promotion / recognition and reward

Increased growth, sales & profitability Efficiency & Correct and current information for decision Management review process Analysis
Management
effectiveness of operations making of data Internal audits

Compliance with applicable requirements and industry Listing of applicable regulations

Regulatory Bodies Regulatory compliance
standards / submission of reports Regulatory compliance process*

Environmental protection/Ethical behavior/ growth in

Appropriate Code of Federal
Government business and taxes to build infrastructure to support Complie with federal laws
Regulations*
community services, activities and institutions.

NOV 2000